Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Prepare for customer visits

1.1 Contact customers who may require mobile banking services from referrals or analysis of customer records

1.2 Access and evaluate details of current customer banking business to assess their status in accordance with organisational policy and procedures

1.3 Schedule suitable time for customer visit and confirm meeting venue

1.4 Gather relevant product and service information in readiness for customer

2. Establish customer mobile banking needs and match with services

2.1 Determine customer mobile banking needs using questioning and active listening

2.2 Consider suitable services that match customer needs and clearly explain features, characteristics and benefits

2.3 Use sales aids as required

3. Respond to customer queries and non-verbal signals

3.1 Use gestures, posture, body language, facial expressions and voice modulation to create supportive environment

3.2 Use open-ended questions to identify customer preferences and respond using persuasive communication techniques to maintain interest

3.3 Identify and address any customer resistance or objection to products and services offered by using appropriate strategies

4. Formalise customer service requirements

4.1 Confirm agreement to mobile banking services

4.2 Negotiate and settle conditions of mobile banking services

4.3 Complete and process necessary documentation in accordance with organisational policy and procedures

4.4 Identify opportunities for cross-selling other products or services

4.5 Advise customer of follow-up services to be provided and thank politely when meeting is closed

Skill 

Performance Criteria 

Description 

Reading

1.1, 1.2, 1.4, 4.3

• Interprets textual information from a range of sources to determine critical features and required action

Writing

1.1, 1.3, 4.1, 4.2, 4.3

• Completes business documentation accurately and legibly, following organisational procedures and protocols
• Uses clear and concise language, incorporating correct spelling and grammar and avoiding unnecessary industry jargon, to convey accurate information

Oral Communication

1.1, 1.3, 2.1, 2.2, 3.1-3.3, 4.1, 4.2, 4.5

• Participates in verbal exchanges of information using language, tone and pace to create a supportive environment appropriate for the audience and purpose
• Uses active listening and questioning to clearly convey information, elicit and respond to feedback and confirm understanding

Numeracy

1.2

• Uses mathematical equations to perform calculations and check for accuracy in financial and numerical information

Navigate the world of work

1.2, 4.3

• Recognises and follows business rules and protocols, and meets expectations associated with own role

Interact with others

1.1

• Initiates contact with others and uses advanced communication skills to establish then sustain the relationship
• Adapts personal communication style to show respect for the values, beliefs and cultural expectations of others

Get the work done

1.1-1.4, 2.1-2.3, 3.1-3.3, 4.1-4.5

• Sequences and schedules complex activities, monitors implementation and manages relevant communication
• Makes decisions and submits recommendations based on an analysis of documents and verbal information
• Develops options, resolves issues and negotiates solutions to problems
• Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet

Code and title  

current version 

Code and title 

previous version 

Comments 

Equivalence status 

FNSBNK406 Manage customer visits

FNSBNK406A Manage customer visits

Updated to meet Standards for Training Packages

Equivalent unit

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 1.0.